Security Storage Privacy All of the above Service Management Processes There are a number of service management processes from the ITIL framework that can play a role in SaaS and Web Application development, support and delivery.
This chapter will explore some of those key processes.
You will be familiar with some of these processes from the Cloud Computing Foundation program.
The most relevant processes for SaaS and Web Applications have been selected to provide a refined overview. IT Financial Management Objective: To provide cost-effective stewardship of the IT assets and the financial resources used in providing IT services. IT Financial Management enables an organization to fully account for the amount spent on IT Services, and to attribute these costs to the services delivered to the organization’s customers. Using IT Financial Management to provide services with cost transparency clearly understood by the business and then rolled into the planning process for demand modeling and funding is a powerful benefit for the organization.
It enables the best balance to be struck between the opportunities available for the business against the capability levels of the IT organization. Business Impact Analysis (BIA) A BIA seeks to identify a company’s most critical business services through analysis of outage severity translated into a financial value, coupled with operational risk.
This information can help shape and enhance operational performance by enabling better decision-making regarding prioritization of incident handling, problem management focus, change and release management operations, project priority, and so on.
It is a beneficial tool for identifying the cost of service outage to a company, and the relative worth of a service.
These two concepts are not identical. The cost of service outage is a financial value placed on a specific service, and is meant to reflect the value of lost productivity and revenue over a specific period of time.
The worth of a service relative to other services in a portfolio may not result exclusively from financial characteristics.
Service Value, as discussed earlier, is derived from characteristics that may go beyond Financial Management, and represent aspects such as the ability to complete work or communicate with clients that may not be directly related to revenue generation.
Both of these elements can be identified to a very adequate degree by the use of BIA.
While this section will discuss and illustrate the approach to creating a BIA format and output, these are not the only options and alternative formats are visible throughout industry.
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